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Min Ho Kang

@minhokang

CX Operations Team Lead at TDCX Malaysia who scaled case throughput 3x while improving QA accuracy and automating reporting.

Malaysia

Message

What I'm looking for

I’m open to relocation and work permit sponsorship, with priority interest in Thailand.

At TDCX Malaysia, I manage a team of Korean-language agents supporting a mobile gaming client. As the team scaled, handled cases increased from 16,759 to 47,436 while QA pass rate improved from 91.1% to 93.4%.

I built a leave management system, a sick leave tracker, and a real-time KPI dashboard from scratch. I also automated the account’s weekly QA and CSAT reporting pipeline with Python and pptxgenjs.

At Teleperformance Thailand, I trained new hires for a 100+ agent operation and served as Master Calibrator across markets. I designed and delivered global QA calibration training to more than 100 participants, and supported a pilot travel-industry account from workflow setup through performance reporting.

Experience

Work history, roles, and key accomplishments

Current

Team Lead — Mobile Gaming Client, Korean Market (KR CX/QA)

Current

TDCX Malaysia

Sep 2025 - Present (1 year)

Directly manage a team of 12 Korean-language agents, overseeing QA operations, performance management, and reporting. Scaled team throughput ~3x while improving quality metrics and built operational systems and reporting pipelines.

Team Leadership QA Operations Performance Management Reporting Python PowerPoint Excel Google Sheets Zendesk Slack Wizard

Trainer / Master Calibrator

Teleperformance Thailand

Jul 2024 - Jul 2025 (1 year)

Delivered new-hire training and onboarding for a 100+ agent operation, served as Master Calibrator aligning QA scoring standards, and designed global QA calibration training for 100+ participants.

Training QA Calibration Onboarding SOP Development Certification Stakeholder Management

KR CX Specialist

Agoda

Jul 2023 - Apr 2024 (9 months)

Handled customer support for hotel and accommodation bookings across phone, email, and live chat for the Korean-language market. Recognized as a top-performing agent by touchpoint volume and resolution rate.

Customer Support Korean Language Communication Skills Problem Solving Zendesk

English Instructor

CREVERSE

May 2022 - Jul 2023 (1 year 2 months)

Delivered instruction across Reading, Listening, Writing, and Speaking, including standardized test preparation for young learners. Conducted 1,000+ hours of instruction and consulted with parents on student progress.

Teaching Curriculum Delivery Test Preparation Communication Skills Customer Relationship Management

Market Research Associate

IPSOS

Sep 2021 - Mar 2022 (6 months)

Conducted market research and survey data collection for major global clients across consumer electronics, entertainment, and home goods sectors. Analyzed survey data and built client-facing presentations.

Market Research Survey Design Data Analysis Excel Google Sheets Presentation Skills

Freelance Translator (KR-EN)

PARKSA Translations

Nov 2019 - Sep 2021 (1 year 10 months)

Provided Korean-English translation and interpretation services on a freelance basis, covering document and spoken translation. Translated 150+ student academic documents for study-abroad applications.

Translation Interpretation Korean English Document Translation

Sergeant, Military Police

KATUSA (Korean Augmentation to the United States Army)

Feb 2017 - Nov 2018 (1 year 9 months)

Served as official Korean-English communication bridge between US Army and Republic of Korea Army leadership. Translated official communications and documentation under strict compliance protocols.

Translation Interpretation Communication Skills Leadership Compliance